AVP - Regional Service Specialist - Treasury & Trade Solutions Operations AVP - Regional Service Specialist - Treasury &  …

Citi
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Citi
in Hong Kong
Permanent, Full time
Be the first to apply
Competitive
Citi
AVP - Regional Service Specialist - Treasury & Trade Solutions Operations
This position will be responsible for managing the Treasury & Trade Solutions service relationships for our Global Top Tier clients; including coordinating the delivery of consistently superior end-to-end service across regions and functions, compiling and analyzing service metrics to identify process improvements and leading regular service reviews to ensure client satisfaction.
  • Managing overall client experience across the Citi network for our clients
  • Serves as client's advocate for process optimization:
  • Analyzes client's activities and engages client/bank partners to proactively identify and implement opportunities to enhance the overall Client Experience
  • Leads regular calls and periodic service reviews, ensuring execution of action plans to address service issues
  • Monitors adherence to SLAs
  • Drives inquiry reduction and automation through process re-engineering and self-service capabilities
  • Partners with CE Transformation team for client projects
  • LEAN approach to consultation of operational efficiencies for our clients
    STP optimization

  • Reviews and understands VoC surveys, creates action plans
  • Initiates client training via Technical Advisory with EBS
  • Responsible for timely coordination of servicing needs and escalation managementof relationship-impacting issues and any change communication
  • Administers C@R issues and service related action plans
  • Support RFP presentation
  • Promote Self-Service tools to our clients and drive query reduction
    Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client's advocate, anticipating client needs, and developing client confidence in Citi's products and processes





Qualifications
  • Education:Bachelor's degree or equivalent with 5 years relevant experience in customer service
  • Strong interpersonal skills and works well with others
  • Excellent knowledge of bank's processes/procedures/contacts and strong learning ability
  • Excellent customer service orientation and commitment to service excellence
  • Excellent quality management orientation and possesses strong process improvement orientation
  • Strong time management and organizational skills
  • Maintains a high level of professionalism and credibility in dealing with customers
  • Displays strong results orientation
  • Strong analytical and problem-solving skills
  • Demonstrates in-depth knowledge and a high degree of expertise in a wide range of products across all product categories
  • Excellent influencing skills
  • Ability to proactively offer solutions to clients
  • Able to interact confidently with people at all levels of the management
  • Mature, professional and objective when dealing with others.
  • Fluent in Cantonese, English and Mandarin is a MUST

Job Family Group:
Customer Service
Job Family:
Institutional Client Management
Time Type:
Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .
View the " EEO is the Law " poster. View the EEO is the Law Supplement .
View the EEO Policy Statement .
View the Pay Transparency Posting
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